Senior Data Analyst - Customer Service (hybrid) F/M

Senior Data Analyst Specialized In Customer Service

You will join the Data Analytics team, part of a larger Data team which also includes Data Science and Data Product Management. The Analytics team mission is to grow the business by identifying critical insights and high value opportunities. You'll integrate a fast growing team of +40 passionate individuals tackling challenges of all sorts: from scaling marketing campaign analytics to building complex customer segmentations to predicting the outcome of the next football game.

Your role within Betclic will be pivotal in our contact center excellence and the development of our GenAI Chatbot. Working in close collaboration with our operational teams, your objective will be to drive team performance and support strategic decision-making to enhance and scale our chatbot deployment.

You will leverage strong analytics skills combined with advanced business acumen to:

• Drive team performance and operational excellence through KPIs analysis and agent variable performance management.
• Build an iterative feedback loop to measure, analyze, and optimize chatbot performance.
• Identify root causes of recurring issues and support request volume reduction, improving both efficiency and customer satisfaction.
• Support data-driven scaling of chatbot capabilities by providing robust performance insights, trend analysis, and recommendations, enabling leadership to make informed investment and design decisions.
• Leverage and connect data across platforms to identify key improvements opportunities, and provide actionable recommendations.

Who are we looking for?

You should apply if:

• You hold a Master's degree in Statistics, Mathematics, Economics or Computer Science or equivalent from a top university
• You have at least 3 years of Data Analytics experience, ideally in customer service, contact center, or operational field
• You are "business minded" - you can make actionable and impactful recommendations
• You can manage projects independently with minimal guidance
• You have excellent communication and interpersonal skills
• You are proactive and autonomous in manipulating data (proficiency in SQL is essential)
• You are familiar with at least one Data visualization tool
• You want to grow and keep learning
• You are agile and able to adapt to a fast-paced environment

Bonus:

• You know a programming language
• You are aware of Git & versioning concepts

What are the recruitment steps?

• If your application is selected, you will be contacted by Joe to complete an online technical test, followed by a 30-minute HR pre-qualification
• Next, you will have a technical interview via video call, covering SQL, Python, statistics, probability, analytics, and business sense
• You will then have one week to complete an analytical Use Case and an AssessFirst test (personality, motivations, and reasoning)
• After that, you will visit us in our offices to present your Use Case and meet Olivier – Senior Data Analytics Manager (your future manager), Iouri – Chief Data Officer, and a business stakeholder
• During your visit to Bordeaux, you will also have a final HR interview, including a debrief on your AssessFirst test

To ensure an optimal candidate experience, the Betclic recruitment process typically takes 4 to 6 weeks. What can you expect? 25 days of paid leave and 10 RTT days A Ticket Restaurant® card credited with €11 per day (€6 per day funded by Betclic) 100% health insurance coverage for you and your children 50% reimbursement of public transport costs or an annual sustainable mobility allowance (€230 for commuting with sustainable transport) Hybrid work model Access to a vast training catalog, with opportunities for professional development every year Regular training on skills you want to develop further (ML, Stats but also French or English classes) Extraordinary office spaces with a rooftop where you can enjoy sunny breaks with a view of the Cité du Vin Internal events to liven up your daily life On-site sports classes and organized tournaments (Pilates, circuit training, boxing, yoga, futsal, padel, tennis…) Access to a state of the art data stack (Snowflake, Airflow, git, Tableau,...) Complex challenges with well-structured data thanks to our BI team, let's start analyzing Vibrant analytical topics: imagine the future of online gambling Permanent contract, available immediately in Bordeaux Betclic Group – 117 Quai de Bacalan, 33300 BORDEAUX